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Dear Andreea,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Could you please confirm that the following bonus is the one that you have tried to redeem?

Additionally, please confirm that you have used Casino.Guru "Get Bonus" button to activate the promotion.  I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello,

Yes for both of your questions. 🙁

Dear Andreea,

I just wanted to keep you informed that we are still communicating with the casino regarding this issue and assure you that we're trying to resolve it as soon as possible. 

Thank you very much Andreea for your patience. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Meanwhile, our affiliate team is communicating the issue with casino representative. 

Dear andreeapo,

We've received a information from the casino that you should already have the bonus on your casino account. Can you confirm that for us please?

Dear andreeapo,

I am extending the timer by 7 days. Please note, that if you fail to reply we will reject this complaint.

We are now rejecting the complaint because the player didn't respond to our message